Georgia Veterinary Services Complaint - Poor Customer Service
ALPHARETTA, GEORGIA -- The letter below was written to this company. I've edited items that I feel should only be viewed by GVS.
Georgia Veterinary Specialist
455 Abernathy Road
Sandy Springs, GA 30328
On November 3rd, 2007, I admitted Medgar, my Dane puppy. He had been treated by my primary care veterinarian, for four days. Due to the fact that he’d been ill with explosive diarrhea, vomiting, and total loss of appetite, critical care was eminent. My primary was closed at 6 am and GVS was highly recommended.
When I spoke with DR. P that morning regarding Medgar’s condition, along with an explanation, I included copies of the previous four days of treatment. I also told her that if she needed x-rays, I could get them when my vet opened. She stated that GVS would complete radiographs. I asked her if radiographs would show something different than the x-rays, and she told me yes, radiographs were more in depth and digital. So, I agreed to get radiographs done along with all of the other items listed in the estimate. I stressed the urgent need to figure out what was going wrong with my dog. Needless to say what happened over the course of the next 24 hours was behavior indicative of a facility that’s less than caring and professional.
Dr.P called me a little after 12:00 noon on the 3rd to tell me that the radiographs were finished and they showed nothing to cause alarm. She said Medgar would continue getting fluids until the specialists checked him out and that he would be monitored overnight. After speaking with Dr. P., I had one of Medgar’s primary care doctors from Banfield speak with her as well. My primary doctor and I both asked about barium, or ultrasound so that we could maybe detect a blockage somewhere. Dr. P told us the options for these items were towards the bottom of the list, and that some other measures would be looked into first. This was the last time that I heard from any doctor in the 24 hours that my Medgar was there.
I returned to GVS later in the evening to visit Medgar and his status had not changed. I spoke with the technician who led Medgar to the room for visitation. I asked her several questions and she then informed me that the specialist would not be in to see Medgar until the following day. I was not at all happy with this information but I decided to let Medgar stay over night, as I knew that fluid was detrimental. Around 9:00 pm I made a follow up call to see if anything had changed. I was told to leave a number, and that someone would call me back because all of the technicians were busy. Once my phone call was returned by an unknown male technician, I began to ask him if he knew what time the specialist would be in. He responded with vague answers and started to become somewhat irritated that I was not satisfied with his response. I them told him that if no one knew when my dog would be seen, that I would pick him up and take him elsewhere. While in mid sentence the technician proceeded to tell me to have a nice evening and hung up the phone. I was mortified at exchange and I found it difficult to rest until I could get more information the following morning regard Medgar’s condition.
Sunday, November 4th a 10:00 am someone named M*** called to tell me that there were no changes. She said that Medgar continued to have the diarrhea with vomiting and that the specialist would probably not see him until around 3:00 pm. This was the last straw for me; so much for your client communication policy. I was absolutely livid!
I called back; I requested that all of Medgar’s records and his radiograph be ready for pick up in an hour.
Nothing was ready. I spent another 35-40 minutes waiting for his x-rays that they could not transfer to disk. They ended up giving me the film which was no more than x-rays that I could have provided from the previous day. At no time during the course of discharge did any vet on duty speak with me about my dog, or express any concern regarding his condition. The young lady finalizing my discharge told me that GVS owed me a refund, but there was nobody there that could execute the refund so, someone from finance would call me later in the week. I was expected to pay a deposit before my dog was admitted, yet I had to wait for a refund. This was the clumsiest operation I’d ever experienced.
After leaving GVS, I went directly to my primary care doctor. Medgar was taken in for exploratory surgery that was completed by 12:00 midnight. Prior to surgery, my vet, Dr. N. looked at the x-rays that GVS gave me and discovered that they were of another dogs right laterals from 11/01/2007 at 7:33 pm were in the envelope. I immediately called regarding the mix up and the young lady that answered the phone told me that I could bring it back and pick the correct ones. She then transferred me into the voicemail of the radiology because they were already gone for the evening. I have yet to this day to hear a word from anyone in that department.
Yet, I paid for radiographs/ x-rays.
I attached yet another copy of my invoice from my primary. Please advise the necessity of radiographs done at your facility less than 24 hours later. What was the difference?
I am very disappointed with the quality of services in almost every step of the process in dealing with GVS. The lack of resolution and compassion for my pet left me wondering how many other clients encounter such conduct. Surely know that I will share my experiences with all of my friends and that I plan to inform my primary's corporate communications to be careful to whom they refer their critical care clients.
I can only be so thankful that Medgar has a truly caring primary care doctor. As I now feel that left in the hands of GVS, my beloved Medgar would not be a part of my family today.
I was contacted by the new customer service manager 3 times. The first phone call was to go over the letter I forwarded and extend apologies. During this call, I allowed my primary to disclose info regarding Medgars surgery. She also asked how much refund I thought I was owed. I told her my Medgars life was priceless. She should call me back and let me know what she felt compensation for my experience should be. Second call informed me that my complaint would be forwarded to the person who had the authority to make a decision. Two weeks later I got a call reassuring me that my claims had not been forgotten about. Have not heard a word since the first week in Dec. Both of my my primary vets informed me that they have received calls from a Dr. J from GVS with questions regarding my claims. It's easy to see where the level of standards begin